Poor Customer Service I-12

[pmpeaks]

Not overly impressed with Franchi customer service. Bought my son an I-12 for Christmas and we have the bolt handle issue. Had to get very aggressive with CS rep to get another bolt handle shipped free of charge. At the time I made the request for a free bolt handle, it had fallen out twice but was found and reinserted. The CS Rep said she could not send me another one free of charge because I still had the original. I explained to her that it was only a matter of time before it was lost and that it would probably be while he was duck hunting so I wanted a spare. She said she could sell me a spare handle. I kept pushing the issue and finally threatened to post negative messages all over the internet expressing my dissatisfaction and she agreed to send me a new bolt handle.

This past weekend the bolt handle was lost while my son was duck hunting just as I suspected it would be. Called CS Rep back today to get an update on the bolt handle shipment. I was told that I should receive it within a few days as it had been shipped on 1/11/08. Also told if replacing handle does not work then I will be responsible for shipping the gun at my expense for repair.

A defective $800.00 dollar shotgun owned for less than 3 weeks requires waranty work and I have to pay shipping? A toll free customer service number would also be nice since each time I have called I have had to be put on hold for "High Call Volume." At least the CS Rep I spoke with today was more helpful and polite than the first on.

I run a small business and if I treated my customers this way, I would be out of business. What ever happened to treating people the way you would like to be treated? Based on my first impressions of Franchi CS (ie Stoeger, ie Benelli), I could not recommend that anyone purchase their products. I have shot 870 wingmasters my whole life and never needed customer service. Bought this for my son because he liked it and now he wishes he had selected another gun. Just knowing you had great customer service would go a long way to soothe the sick feeling you have thinking you just spent $800 on a piece of junk. I will continue to work with them and play by their rules no matter how customer unfriendly they are to resolve this issue but I am not happy with my purchase.

[Balto]

First I have had nothing BUT great CS with Franchi.

I find it really hard to believe that teh CS rep would even send you a replacement when there was NOTHING to replace. It sounded like she woudl of had NO problem at all sending you a new one IF you had actually lost the bolt handle. I mean think about it, if they sent people items that have not be lost or broken then I'm sure alot of peopel would take advantage of them and heck order a new gun hehe, see my point?

I do agree paying for shipping kinda sucks BUT alot of companies would not do anything to fix a problem. so 20 bucks for shipping seems pretty good to me if it means getting a gun that will last for years and years to come to fixed.

OH and 870 (1950's technology) is not even in the same class as ANY Franchi or Benelli product hehe.

[Acevetss]

I needed to get a bolt handle and I called customer service and had no problem getting one sent to me. Now I wasn't counting the days for it to show up but it was about two weeks. Maybe I was just lucky or maybe it was because I was nice to them and they reciprocated. You have to put yourself in their position and realize they also get calls all day long about the Stoeger M2000 from people who expect a $300 gun to work the same as a Benelli and get next day service when it doesn't. You can yell at them all day long but it isn't going to make them want to help you. And I'm not aware of any other gun company that pays for shipping a gun back even when it is in the warranty period unless maybe you're talking about high end guns. Does anyone else know of one?

Maybe it's because I've been hunting for many years but I've learned to take a backup gun just in case something happens. My buddy has a Benelli and even he takes a spare gun. I agree a brand new gun should work out of the box but sometimes they don't no matter how much you pay for them. But I also have years of dirt bike riding experience that has taught me things will break and usually when you are the farthest from a parts store. You can't call up Suzuki and have them send you a new part, you have to go buy it.
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Now as for other posts I've read complaining about customer service it seems to me most people have unrealistic expectations for customer service and don't plan for the worst. I also think most of the complaints about cycling issues are because the gun wasn't prepped properly. They don't plan on you taking it straight out the box to the field. You're suppose to break it down, clean and lube everything, and get familiar with the operation first. Same goes for motorcycles made today. The motorcycle dealers don't do anything more than take them out of the crate and make sure they start. The bearing grease from manufacturing is so lightweight that it isn't sufficient for much use at all. It doesn't seem right but you really do have to take a brand new motorcycle apart and lube everything properly and put qualilty fluids in them. And those cost several thousand dollars.

[pmpeaks]

I expect more for my money than you guys do and I hope that's ok. By the way, I don't see much humor in this (HEHE). For the record, I have been very polite with CS even when I had to push them and threaten a little to get the extra bolt handle. All communications with them have been handled in a polite manner.

What bothers me most about this is that the bolt handle problems are well documented on this gun. In my intitial conversation with CS, I was given two reasons why the bolt could be falling out of the gun.

1. Blamed the dealer or owner for improper assembly.
2. Owner abuse from "abnormal hunting conditions".

Franchi CS never once has admitted to me that they have a design or quality issue with the I-12. How many defective guns remain on dealer racks waiting to be sold? Only Franchi knows the answer to that question. The way to win customer loyalty is to stand behind your product without excuses. If there is a problem with quality or design, admit it and fix it. I don't want blame or excuses, I want accountability. Is that too much to ask?

[pmpeaks]

By the way, I was not comparing the 870 to the I-12, only making the point that I have never needed customer service for either one of mine in 35+ years of hunting.

[Red Huck]

First I have had nothing BUT great CS with Franchi.

I find it really hard to believe that teh CS rep would even send you a replacement when there was NOTHING to replace. It sounded like she woudl of had NO problem at all sending you a new one IF you had actually lost the bolt handle. I mean think about it, if they sent people items that have not be lost or broken then I'm sure alot of peopel would take advantage of them and heck order a new gun hehe, see my point?

I do agree paying for shipping kinda sucks BUT alot of companies would not do anything to fix a problem. so 20 bucks for shipping seems pretty good to me if it means getting a gun that will last for years and years to come to fixed.

OH and 870 (1950's technology) is not even in the same class as ANY Franchi or Benelli product hehe.

Balto are you saying 1950' reliable technology is far superior to more modern Benelli,Franchi,Stoeger Technology. Never had to call Remington or Winchester with problems.This modern tech. gun has been back for repair twice and it's new. And benelli needs to spend a little money an improve their customer service.